Grabbing this thread from General since it kind of touches on some common support questions.
Reports from players are investigated by Game Masters. We’ve discussed in previous years BlizzCons how we are also using machine learning systems to make this a more efficient process. So, while not precisely automatic we do use automated systems to help highlight elements of reports for the Game Masters to make that process better.
As others have mentioned, we don’t generally elaborate on the specifics because of abuse concerns. And when we do identify system being abused, we take action against the players doing the abuse.
This argument seems to defeat itself. If tickets were all being handled by bots, they’d be getting handled faster - not slower. It has been quite a while since our general ticket queues have been in the week+ range. There may be occasions where we set aside tickets about a specific issue until a solution can be implemented by the game teams but that’s pretty rare.
The ticket you’re referring to was answered in just over 2 days. You added one more reply to that case, but it looks like you ended up canceling that second ticket.
Regardless, this discussion has been derailed by arguments about exaggerated response times. This doesn’t have anything to do with the report system so I’m going to go ahead and remove that section of this thread.